Online citations, reference lists, and bibliographies.
← Back to Search

“Service Logic”: Achieving Service System Integration

Jane Kingman‐Brundage, William R. George, D. Bowen
Published 1995 · Business

Cite This
Download PDF
Analyze on Scholarcy
Share
Offers a “service logic model” as a managerial tool for tackling cross‐functional issues embedded in service systems. Uncovers and describes the logical components inherent in the three key service management functions – marketing, operations and human resources‐and suggests that the real management challenge, above and beyond cross‐functional co‐ordination, is integration of these components as the real drivers of service experience. A step‐by‐step template is offered for using service logic to achieve the fundamental grass roots integration required in the creation of outcomes valued for customers.
This paper references
10.5860/choice.31-3859
Stewardship: Choosing Service Over Self-Interest
Peter Block (1993)
10.1017/CBO9781139173469
Learning How to Learn
J. Novak (1984)
Reengineering the Corporation
M. Hammer (1993)
In the Age of the Smart Machine
S. Zuboff (1988)
Profit priorities from activity based costing
Robin (1991)
10.1177/002224298805200203
Communication and Control Processes in the Delivery of Service Quality
Valarie A. Zeithaml (1988)
10.1002/HRM.3930250304
Managing customers as human resources in service organizations
D. E. Bowen (1986)
10.1007/978-3-642-29613-0_100393
Continuous Process Improvement
George D. Robson (1991)
Use both sides of your brain
T. Buzan (1976)
Script processing in attitude formation and decision making.
R. Abelson (1976)
10.4135/9781483381411.n168
The Ethnographic Interview
J. Spradley (1979)
10.1108/EUM0000000004784
A Service Quality Model and its Marketing Implications
Christian Grönroos (1984)
10.2307/1251430
A Conceptual Model of Service Quality and Its Implications for Future Research
A. Parasuraman (1985)
Problem Detection In Service Management System - A Consistency Approach in Quality Improvement
B. Edvardsson (1990)
10.2307/2230551
Management: Tasks, Responsibilities, Practices
P. Drucker (1974)
10.1108/EB054827
How Management Control Systems can Affect the Performance of Service Operations
W. Bruggeman (1988)
10.5465/AMR.1983.4284740
Motivating the client/employee system as a service production strategy.
P. K. Mills (1983)
Managing services : marketing, operations, and human resources
C. H. Lovelock (1988)
10.2307/258322
Organisational culture and leadership
E. Schein (1991)
10.2307/1252042
Servicescapes: The Impact of Physical Surroundings on Customers and Employees:
M. J. Bitner (1992)
10.1108/EUM0000000002806
Technology, Design and Service Quality
Jane Kingman‐Brundage (1991)
The service-driven service company.
L. Schlesinger (1991)
Designing Services That Deliver
G. L. Shostack (1996)
Improving Performance: How To Manage the White Space on the Organization Chart. Second Edition. The Jossey-Bass Management Series.
Geary A. Rummler (1990)
Customer participation in service production and delivery.
S. W. Kelley (1990)



This paper is referenced by
10.1007/978-3-322-96349-9_18
Customer Integration im Electronic Business
M. Kleinaltenkamp (2002)
10.22456/1983-8026.1432
Projeto e análise de processos de serviços: uma avaliação de técnicas de representação
L. Santos (2006)
10.1007/978-0-387-74157-4_3
Implementing and Controlling an Operations Strategy in Global Industrial Service Networks
A. Nobs (2007)
10.1080/00207540310001602865
Understanding supply chain management: critical research and a theoretical framework
I. J. Chen (2004)
Building Customer Loyalty: A customer experience based approach in a tourism context
Martina Donnelly (2009)
10.22219/JTIUMM.VOL18.NO2.138-148
Electronic Data Interchange and Demand Forecasting Implications on Supply Chain Management Collaboration: A Customer Service Perspective
I. Mas'udin (2017)
10.36627/2074-5095-2020-2-2-130-141
Study of customer experience in the field of digital banking services with bank cards as an example
Вероника Лизовская (2020)
Applying Internal Customer Relationship Management (IntCRM) Principles to Improving Business/IT Integration and Performance
Frank L. Eichorn (2017)
A Customer Ecosystem Perspective on Service
P. Voima (2011)
Fostering the Virtualization of Service Processes and Touch Points - Identification and Documentation of E-Service Potential in Retail Networks
J. Becker (2010)
10.6092/TDUNIBG_910
Controlling and improving the provision of after-sales services
E. Legnani (2011)
Applying Service Logic and Theory to Entrepreneurship
S. Sampson (2009)
10.1108/EJTD-09-2013-0093
Leveraging human resource development expertise to improve supply chain managers ' skills and competencies
Alexander E. Ellinger (2014)
10.1108/09574090810895924
Great divides: internal alignment between logistics and peer functions
R. V. Hoek (2008)
10.1007/S11747-009-0135-3
Demand and supply integration: a conceptual framework of value creation through knowledge management
Terry L. Esper (2010)
10.22456/1983-8026.27093
Conceituação da experiência de serviços por meio de uma revisão bibliográfi ca sistemática
A. Vasconcelos (2012)
Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction.
A. Schoen (2002)
10.1080/14690701042000313126
Managing the process of adopting service logic in collaboration with suppliers
Fredrik Nordin * (2004)
10.1016/J.JBUSRES.2016.03.073
Using blueprinting and benchmarking to identify marketing resources that help co-create customer value
A. Ceric (2016)
FM-blueprinting : creating interdisciplinary transparency for core and support business
D. Felten (2010)
10.1108/09564230910964381
Why service recovery fails: Tensions among customer, employee, and process perspectives
S. Michel (2009)
What is it that the application of modelling and simulation can contribute towards understanding and managing service quality data for internet service providers (ISP) in Australia
K. Nagarajan (2008)
UNIVERSITÀ DEGLI STUDI DI BERGAMO
M. Mazza (2013)
O trabalho de atendentes em atividades administrativas de um serviço ambulatorial: o serviço e as relações com pacientes e médicos Administrative duties of ambulatory attendants: their job and relationships with patients and doctors
Ivan Bolis (2013)
Essays on Retail Store Delivery System Design Strategies
Ted Shockley (2009)
Managing Customer-to-Customer Interaction in Service Delivery: the Case of Trade Fairs
M. Amorim (2012)
10.1108/JOSM-09-2016-0263
Service productisation: systematising and defining an offering
J. Harkonen (2017)
10.1108/jeim-10-2019-0332
Effect of information technology-enabled supply chain integration on firm's operational performance
O. Ganbold (2020)
10.6084/M9.FIGSHARE.985584.V3
Managing the Industrial Service Function
C. Kowalkowski (2008)
10.5465/AMLE.2008.32712620
A service-dominant logic for management education: It's time
R. Ford (2008)
Measuring service productivity with Data Envelopment Analysis (DEA)
K. Backhaus (2011)
10.7469/JKSQM.2016.44.4.897
Affective quality improving method for service fields by analysing customers' affective sensory responses
Choe Jaeho (2016)
See more
Semantic Scholar Logo Some data provided by SemanticScholar